Global
Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay.
This course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard.
Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical course.
Course Objectives
After completing this course, participants will be able to:
Course Outline
Session 1: Course Overview
Session 2: What’s Missing in Telephone Communication?
Session 3: Verbal Communication Techniques
Session 4: Who are Your Customers?
Session 5: To Serve and Delight
Session 6: Did You Hear Me?
Session 7: Asking the Right Questions
Session 8: Saying No
Session 9: Sales by Phone
Session 10: Taking Messages
Session 11: Closing Down the Voice
Session 12: Cold and Warm Calls
Session 13: Developing a Script
Session 14: Perfecting the Script
Session 15: Going Above and Beyond
Session 16: Handling Objections
Session 17: Closing the Sale
Session 18: Feelings
Session 19: Changes in the Customer
Session 20: Negotiation Techniques
Session 21: It’s More Than Just a Phase
Session 22: High Impact Moments
Session 23: Tips for Challenging Callers
Session 24: Dealing with Difficult Customers
Session 25: Phone Tag and Getting the Call Back
Session 26: This is My Mentor
Session 27: Stress Busting
Session 28: News from Within
Session 29: Wrapping Up
Session 30: Close with Vocals
Session 31: A Personal Action Plan
Post-Course Assessment
Training Information
Delivery: E-learning (interactive, self-paced, and convenient).
How It Works: Using the unique login details we will send, participants simply access our learning portal with their browser and start learning.
Each participant will be in control of their learning pace and so can leverage our built-in concept of scaffolding to boost learning outcome.
Besides, they take the training at their convenience – any time of the day that suits their schedule and as frequently as they like until they finish.
Anywhere in the course a participant stops temporarily, it’s automatically saved so when they resume they continue from there by default.
Duration: Because it's self-paced, participants finish at different times. However, on the average, busy participants finish in 1 week.
Reports: We send reports periodically to your organization until all participants complete their training. For each participant, the reports show progress, performance score, total time spent learning, and the last time course was accessed.
Certificate: Each participant receives a certificate of training if course is successfully completed.
Access period: 30 days (can be extended).
Access device: Computer, Smartphone, or Tablet.
Comes with: Course transcripts for reference, and 100% money-back guarantee.
Learning Management & Support: We are usually in touch with every participant to encourage and support them until they finish. This leads to very high course completion rate.
Knowledge Application Aid (KAA): This is a tool we developed for our clients to use in driving on-the-job application of what their employees learned in our training. At no cost, KAA is available for use by organizations whose employees have taken our courses.
Learning Outcome: On LearnSmart, the learning outcome compares favorably with that of conventional training. This is because of increased level of participation through interactivity and learning-pace control.
Throughout each course, in an interactive manner, there are engaging questions and exercises that help assess the participant’s understanding as they learn. This approach gives concepts their own room to breathe and get digested.
And with control of their learning pace, each participant will have the ability to stop and reflect whenever they want, or return to previously-delivered content, and thus ensure a deeper understanding before continuing. A participant will have the time to digest and integrate information being presented into their existing understanding and context. This is how they make sense of it leading to higher levels of cognitive engagement and higher levels of retention.
For the best learning outcome, we recommend that training be taken in chunks of minutes consistently rather than taking it in a long stretch trying to finish quickly.
How To Enroll
Option 1 (for organizations that want to enroll their employees)
To have employees of your organization enrolled, please send the following to staffelearning@learnsmart.com.ng:
Once we receive the above information, we enroll the employees and send you an invoice.
When payment is received, we activate the course and send each of the employees an email containing their login details and step-by-step guide on how to start training.
Then, we will be sending training reports periodically to your organization on how all the employees are doing. For each employee, the reports show progress, performance score, total time spent learning, and the last time course was accessed.
Option 2 (ideal for individuals buying this course for themselves)
Pay or transfer course fee into any of our bank accounts listed below and notify us through enroll@learnsmart.com.ng. We will enroll you and by email send your unique login details and step-by-step guide on how to start training.
Our Bank Account Information:
Account Name: Paradigm Learning Services
Zenith Bank | Account No: 1013876190
GTBank | Account No: 0159084910
Access Bank | Account No: 0047876850
Option 3 (ideal for individuals buying this course for themselves)
Click on "Enroll For This Course", checkout and make payment with your ATM card and we will be notified automatically. You will be enrolled and by email we send your unique login details and step-by-step guide on how to start training.
Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay.
This course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard.
Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical course.
Course Objectives
After completing this course, participants will be able to:
Course Outline
Session 1: Course Overview
Session 2: What’s Missing in Telephone Communication?
Session 3: Verbal Communication Techniques
Session 4: Who are Your Customers?
Session 5: To Serve and Delight
Session 6: Did You Hear Me?
Session 7: Asking the Right Questions
Session 8: Saying No
Session 9: Sales by Phone
Session 10: Taking Messages
Session 11: Closing Down the Voice
Session 12: Cold and Warm Calls
Session 13: Developing a Script
Session 14: Perfecting the Script
Session 15: Going Above and Beyond
Session 16: Handling Objections
Session 17: Closing the Sale
Session 18: Feelings
Session 19: Changes in the Customer
Session 20: Negotiation Techniques
Session 21: It’s More Than Just a Phase
Session 22: High Impact Moments
Session 23: Tips for Challenging Callers
Session 24: Dealing with Difficult Customers
Session 25: Phone Tag and Getting the Call Back
Session 26: This is My Mentor
Session 27: Stress Busting
Session 28: News from Within
Session 29: Wrapping Up
Session 30: Close with Vocals
Session 31: A Personal Action Plan
Post-Course Assessment
Training Information
Delivery: E-learning (interactive, self-paced, and convenient).
How It Works: Using the unique login details we will send, participants simply access our learning portal with their browser and start learning.
Each participant will be in control of their learning pace and so can leverage our built-in concept of scaffolding to boost learning outcome.
Besides, they take the training at their convenience – any time of the day that suits their schedule and as frequently as they like until they finish.
Anywhere in the course a participant stops temporarily, it’s automatically saved so when they resume they continue from there by default.
Duration: Because it's self-paced, participants finish at different times. However, on the average, busy participants finish in 1 week.
Reports: We send reports periodically to your organization until all participants complete their training. For each participant, the reports show progress, performance score, total time spent learning, and the last time course was accessed.
Certificate: Each participant receives a certificate of training if course is successfully completed.
Access period: 30 days (can be extended).
Access device: Computer, Smartphone, or Tablet.
Comes with: Course transcripts for reference, and 100% money-back guarantee.
Learning Management & Support: We are usually in touch with every participant to encourage and support them until they finish. This leads to very high course completion rate.
Knowledge Application Aid (KAA): This is a tool we developed for our clients to use in driving on-the-job application of what their employees learned in our training. At no cost, KAA is available for use by organizations whose employees have taken our courses.
Learning Outcome: On LearnSmart, the learning outcome compares favorably with that of conventional training. This is because of increased level of participation through interactivity and learning-pace control.
Throughout each course, in an interactive manner, there are engaging questions and exercises that help assess the participant’s understanding as they learn. This approach gives concepts their own room to breathe and get digested.
And with control of their learning pace, each participant will have the ability to stop and reflect whenever they want, or return to previously-delivered content, and thus ensure a deeper understanding before continuing. A participant will have the time to digest and integrate information being presented into their existing understanding and context. This is how they make sense of it leading to higher levels of cognitive engagement and higher levels of retention.
For the best learning outcome, we recommend that training be taken in chunks of minutes consistently rather than taking it in a long stretch trying to finish quickly.
How To Enroll
Option 1 (for organizations that want to enroll their employees)
To have employees of your organization enrolled, please send the following to staffelearning@learnsmart.com.ng:
Once we receive the above information, we enroll the employees and send you an invoice.
When payment is received, we activate the course and send each of the employees an email containing their login details and step-by-step guide on how to start training.
Then, we will be sending training reports periodically to your organization on how all the employees are doing. For each employee, the reports show progress, performance score, total time spent learning, and the last time course was accessed.
Option 2 (ideal for individuals buying this course for themselves)
Pay or transfer course fee into any of our bank accounts listed below and notify us through enroll@learnsmart.com.ng. We will enroll you and by email send your unique login details and step-by-step guide on how to start training.
Our Bank Account Information:
Account Name: Paradigm Learning Services
Zenith Bank | Account No: 1013876190
GTBank | Account No: 0159084910
Access Bank | Account No: 0047876850
Option 3 (ideal for individuals buying this course for themselves)
Click on "Enroll For This Course", checkout and make payment with your ATM card and we will be notified automatically. You will be enrolled and by email we send your unique login details and step-by-step guide on how to start training.
